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Client complaints (clinic/admin or associate) (Associate Handbook)

Audience: Associates
Goal: Ensure complaints are handled consistently, promptly, and with appropriate clinic support for both the client and the associate.

Core expectation

If an associate’s client registers a complaint about the clinic or the administration of the clinic, the associate is asked to advise the clinic of the complaint.

If a client makes a complaint about an associate, the associate is also asked to advise the clinic administration of the complaint, so the clinic can support the associate and help provide appropriate care to the client.

If any legal complaint is made against an associate (or you become aware of legal action or threatened legal action related to your clinical work), the associate is required to immediately report this to clinic admin.

What to do (step-by-step)

  1. Listen and acknowledge
    • Please stay calm and validating. You do not need to agree with the complaint to acknowledge the client’s experience.
  2. Do not debate, promise outcomes, or speak for the clinic
    • Please avoid making commitments on behalf of admin/the clinic (fees, refunds, policy exceptions, “what will happen next,” etc.).
    • If the complaint is about you as the associate, please avoid trying to “solve it alone” in the moment; involve admin so support and follow-up are coordinated.
  3. Advise the clinic promptly
    • Please notify admin (and/or Katherine, as appropriate) as soon as reasonably possible—ideally the same day.
    • Share only what is needed for admin to respond (privacy-respecting and factual).
  4. Support next steps
    • If appropriate, please tell the client what the next step is (admin follow-up), and confirm how they prefer to be contacted.
  5. Document appropriately
    • If clinically relevant, please document that the client raised a complaint and that you advised admin, without unnecessary operational details.

Where to send it (privacy reminder)

  • Please use clinic-approved channels (e.g., admin email/workflow).
  • Please do not post client identifying information in team chat (see: Team communication channel).

Suggested language (associate)

If the complaint is about the clinic/admin:

“Thank you for letting me know. I’m sorry this has been frustrating. I’m going to pass this along to our admin team so it can be addressed directly. What’s the best email/number for them to follow up with you?”

If the complaint is about you (the associate):

“Thank you for telling me. I’m sorry this has felt frustrating. I’m going to inform our admin team so they can support us in addressing this and we can make a clear plan for next steps. What’s the best email/number for them to follow up with you?”

If a client makes a complaint about you as a therapist (what to expect)

If a client makes a complaint about you as an associate/therapist, please expect the following:

  • Fair process: Admin will listen to the client and to the associate in full detail.
  • Compliance: The clinic will maintain compliance with all regulatory bodies and provincial and federal law.
  • Support + accountability: You will be supported as a professional and the client’s complaints will also be heard.
  • Resolution focus: The clinic will do everything in its power to resolve the complaint.
  • Clinical reality: It is understood that at times clients with mental health concerns can have certain agitations that they need heard, and it is understood that the associate may need support of the clinic in these circumstances.
  • Professional standards: It is understood that associates are held to a high standard of professional conduct, decorum, confidentiality, and clinical judgment.